Orbitz.com Complaint

NEVER again! - Orbitz customer service

I will never, EVER use Orbitz to reserve a room or stay at a Ramada Hotel again. I reserved and paid for my room 10 days prior to my planned trip. When I checked in, I was told that the room I reserved was not available at that time and that it was not available at the time that I paid for it. The desk clerk and night manager were apologetic, but had an attitude of 'Oh well, its not our fault' They asked if I was certain of the amenities of the room I reserved (as if I was mistaken about what I paid for) When I produced the copy of my itinerary showing that I had reserved a King, smoking room with private balcony and jetted jacuzzi tub, the clerk shrugged her shoulders and said, Sorry, we don't have it. I don't know what Orbitz did.
After checking into to the offered double room with regular tub, I contacted Orbitz customer service online. After about 30 minutes of back and forth, they advised that the hotel was busy and could not talk to them right then and for me to call the 800 number in 30 minutes to an hour. An hour later, I contacted customer service by phone, was placed on hold and after about 20 minutes, the Orbitz rep advised that they were willing to credit $10 per night for my inconvenience. First of all, there are MANY cheaper hotels in Virginia Beach at this time of year and if the cost was the only consideration, I would have booked one of those. The amenities I desired were the REASON I booked the room the way that I did. I advised customer service that this was not an acceptable solution and hung up. On Monday, after returning home, I emailed customer service asking for a fair resolution to this problem. I received a response fairly quickly advising that a supervisor would be in contact. 5 days later, still not one word from the supervisor. Do not advertise or book and accept payment for rooms that you can not provide! PERIOD!!! I have a pretty big mouth and will be sure that this information is passed on to everyone I know. ORBITZ bites and Ramada is no better. Each one passed the buck to the other and NEITHER party made it right.

Comments

Sounds almost exactly like our experience with Orbitz and Ramamda, only we didn't get anything offered for spending several hours with them on the phone and have our mood and vacation spoiled by them. We will never use Orbitz or Ramada again - never.